Incorrect broadband billing a wider issue, says Be

The £3 million fine handed out to TalkTalk and Tiscali for incorrect broadband billing has highlighted a wider problem, one service provider has suggested.

Dan Cunliffe, head of Be Wholesale, told ISPreview.co.uk that the ruling has brought to light one of the most fundamental issues in the broadband market.

"Who is responsible for monitoring data usage and ensuring that customers are billed correctly?" he questioned.

Mr Cunliffe claimed that resellers should be providing adequate monitoring and measurement techniques to protect customers from overcharging.

However, he said the TalkTalk fine highlights "holes in billing solutions" and "a lack of transparency" in the market.

"A safer approach to eliminate this risk lies with wholesalers, who play a fundamental role in ensuring that resellers provide accurate billing and account for irregularities on customers' bills," Mr Cunliffe told the news provider.

He added that Be Wholesale takes the approach that if there is a clear and transparent pricing structure in place, the provider can effectively manage errors in customer billing.

"By offering a fixed price model for unlimited usage, as well a more traditional usage based on a 95th percentile model, we allow partners to optimise their spending based on total consumption," Mr Cunliffe explained.

He said that offering a complete billing solution service adds value to existing partnerships, deepens trust between resellers and broadband providers, and allows end-users to have a more transparent pricing structure by avoiding unexpected payments.

This helps build upon a company's reputation as a quality broadband provider, Mr Cunliffe claimed.

uSwitch Limited is authorised and regulated by the Financial Conduct Authority (FCA) under firm reference number 312850. You can check this on the Financial Services Register by visiting the FCA website.